FAQs

General

1. Where do you deliver?

We only ship to addresses in Albania, Andorra, Argentina, Austria, Australia, Bahrain, Belgium, Bosnia, Brazil, Brunei, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Georgia, Greece, Greenland, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Jordan, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Maldives, Malta, Mexico, Monaco, Mongolia, Montenegro, Nepal, Netherlands, New Zeeland, North Macedonia, Poland, Portugal, Qatar, Romania, Russia, San Marino, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, United Arab Emirates, United Kingdom, Unites States (US) and Uzbekistan.

Find more on our Shipping & Delivery page.

2. Do you have a retail store?

Art-Paint Shop is exclusively an online store and does not have any retail space.

3. Can I place the order by email?

Due to security and privacy reasons we do not honour orders received by different means than the online shop.

4. I have questions concerning a product. How can I reach you?

We will be glad to answer your questions by email. Please write us at hello@art-paint.shop or use the contact form.

Customer account

1. I forgot my password. What can I do?

You can reset your password by using the "Forgot password" link. If not, send us an email at hello@art-paint.shop during normal business hours and we will reset it for you.

2. I cannot log into my customer account.

Make sure you click the login button and enter your correct information. If you have misplaced the password, you can request a new password. After entering your e-mail address in the appropriate field, you will receive an e-mail from us with which you can take the necessary steps. If necessary, check your spam folder.

If the problem persists, email us at hello@art-paint.shop.

3. Where can I find information about privacy

For information on data protection, active cookies and data use, please refer to the GDPR and Privacy Policy pages.

4. I am a commercial customer. Will my order be exempted from VAT?

Foreign customers within the EU are not charged VAT if they provide a valid VAT registration number for the shipping address during checkout. Please note that orders to German locations always include VAT regardless of the invoice country. Orders for addresses outside of the EU never include VAT. You can always edit your VAT registration number in your account.

Ordering process

1. How do I find out product availability?

Product availability can be seen in the information given at each article in the shop. If there are less than 2 products in stock you are notified below the article price.

You can order the number of products you need if a product is in low stock. The difference will be backordered and we will ship it to you for free once we get it from the manufacturer.

2. I cannot order although the item is in stock.

Please check whether you have reached the required minimum order quantity or the minimum order value of 39 € or equivalent.

3. I have ordered a gift card. Where can I find it?

For security reasons gift cards are sent automatically by the system by email you provided. Before completing purchase, please verify the correctness of the email address you provided.

Please check your inbox or your spam folder of your email service.

Please note that gift cards are not refundable.

If you don't find it of for any inquiries, email us at hello@art-paint.shop and we will be happy to help for you.

4. What discount options do I have?

We work with following bonus system:

4% for orders between 250 - 499.99 € or equivalent
7% for oders between 500 - 759.99 € or equivalent
10% for orders between 760 - 1009.99 € or equivalent
13% for orders between 1010 - 2009.99 € or equivalents
16% for orders between 2010 and 3019.99 € or equivalent
19% for orders over 3020 € or equivalent.

5. I have received a voucher or promotional code. How can I redeem it?

Vouchers and promotional codes can be easily redeemed at the Order Review page at the end of the ordering process. Enter your voucher code and click “Redeem” to activate your voucher. The value of a voucher is always given as a gross figure.

Payment

1. Which payment methods you you offer?

We offer you the following payment types: credit card, Affirm, Afterpay, Alipay, Bancontact, BECS, EPS, Giropay, EPS, Klarna, iDEAL, Multibanco, OXXO, Przelewy, SEPA, Sofort and WeChat, which will be indicated at the beginning of the ordering process. In the case of a credit card purchase, your credit card account will be debited once the order is placed by you. We reserve the right to dispatch all deliveries against prepayment. The Store reserves the right to change the available payment methods without prior notice.

Visit our Payment Methods page for more information

2. My preferred payment method is not available. Why?

Our secure payment provider is Stripe.

Although Stripe offers a multitude of payment options, it may not offer your preferred one. We are not in control of this process.

3. Do I need a Klarna account to buy on account with Klarna?

No, your own Klarna account is not a requirement.

4. I have a question regarding my purchase using “buy on account” with Klarna. To whom should I direct my question?

Even when buying on account with Klarna, Art-Paint Shop is still the responsible party for answering general questions about products, delivery times, returns and the right of return.

Questions regarding outstanding charges or credits can be addressed directly to Klarna customer service in your country.

5. I am a business customer. Can I purchase with Klarna?

Yes, shopping with Klarna is possible for both private and business customers. You will receive your Klarna invoice with payment instructions via email directly from Klarna as soon as your order has been shipped. Please note that Klarna and not Art Paint Shop is the sender of this email.

Shipping & Delivery

1. Will I receive a shipping confirmation of my order?

After completing an order, you will receive an order confirmation from us with the order details in short form for you to check.

A shipping confirmation together with the invoice and the tracking number will be sent once the order is completed and shipped..

Please note that our emails can end up in the spam folder. It is therefore advisable to check this if you do not receive a communication from us. If the problem persists, please contact us by email at hello@art-paint.shop.

For more information visit our Shipping and Delivery page.

2. Can I track my package?

Once we complete and ship your order you will receive an email with the invoice and the tracking number. You can track your package on the shipping company's website (DHL or DPD) or on our tracking service.

If your package is shipped by DHL Warenpost, you will not be able to track your package.

For more information visit our Shipping and Delivery page.

3. What should I do about missing/damaged items or packages?

Defects in the goods must be reported to us in writing or by telephone within 3 days of receipt of the goods.

The customer bears the shipping risk. In the case of shipments, the risk passes from us to the customer as soon as the shipment leaves our premises. This is customary in the trade and means that claims for damage or loss of the goods against the carrier (post office, forwarding agent) can only be made by the recipient.

To be able to resolve the issue quick, please report transport damage to us immediately after receipt of the goods by email at hello@art-paint.shop.

For more information visit our Shipping and Delivery page.

4. Do you offer express delivery?

We offer premium shipping at customer's choice, service offered by our shipping partners DHL and DPD. Please note that the orders are prepared carefully usually in 3-5 business days. (subject to stock availability).

For more information visit our Shipping and Delivery page.

5. Can I pick the order from you instead of delivery?

The warehouse is not at the same location as Art Paint Shop. In addition, we do not have retail space, therefore not possible to collect the goods and deliveries are made exclusively by shipping companies.

Refund & Returns

1. What is the deadline to return a product?

We wish to always deliver the product best suited to your ideas. This notwithstanding, you still want to return an item? No problem!

You can return your order or part of an order within 14 days after receipt of the goods. The goods shall be complete, still in their original package and have remained undamaged.

For more information visit our Refund & Returns Policy page

2. Who pays the return costs?

For returns the customer bears the costs, except if we sent the wrong product or the product is damaged.

Please read the Return & Refund Policy for more information.

3. My parcel was damaged when delivered. What should I do?

If you notice the damage directly upon receiving your parcel you should only accept it “with reservations”. If parts of the contents are also damaged you should contact us immediately via email at hello@art-paint.shop. We will then gladly find a satisfactory solution to the problem.

Please read the Return & Refund Policy for more information.

4. To whom does the right of return apply?

The right of return applies to all private customers (B2C). It does not apply to business customers (B2B)

Please read the Return & Refund Policy for more information.

5. Where can I find more about the Return & Refund Policy?

Please read the Return & Refund Policy for more information.